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QPC Australia is a leading provider of
Contact Centre as a Service (CCaaS)
solutions, specialising in
Genesys Cloud, Verint, and other cloud-based contact centre technologies. We work with large enterprises to design, implement, and optimise customer experience solutions that drive efficiency and business value.
About the Role
We are seeking an experienced
Solution Architect
to support a key
CCaaS implementation project
for an enterprise customer. This role requires
strong business analysis, documentation, and stakeholder coordination skills
to ensure a seamless and effective solution delivery.
You will work closely with
customers, engineers, and project managers
to define business needs, document solution designs, and coordinate with multiple stakeholders to achieve project success.
Key Responsibilities
Work with enterprise customers to
gather and document business requirements, ensuring clarity and completeness.
Develop
detailed solution architecture documentation, including functional and technical specifications.
Coordinate with
internal teams, vendors, and customer stakeholders
to ensure alignment on requirements and solution design.
Facilitate customer workshops to define
IVR workflows, AI automation, and omnichannel engagement .
Support
integration efforts
between CCaaS platforms, CRM systems, workforce management solutions, and analytics tools.
Ensure that all documentation is
clear, structured, and easily accessible, supporting ongoing project governance and future reference.
Provide
technical leadership
throughout the project lifecycle, ensuring solutions meet customer needs and are implemented effectively.
Identify potential risks and provide
recommendations for scalability, performance optimisation, and security .
Assist with
testing, deployment, and post-implementation support
to ensure smooth project completion.
Key Skills & Experience
Proven experience
as a Solution Architect, Technical BA or similar role in a
CCaaS environment .
Exceptional documentation skills, with the ability to create structured, detailed solution designs and requirements documentation.
Strong knowledge of
Genesys Cloud, Amazon Connect, or other leading cloud contact centre platforms .
Experience designing and implementing
IVR, AI automation, call routing, and omnichannel solutions .
Understanding of
API integrations, cloud-based architectures, CRM/WFM integrations, and security best practices .
Strong
stakeholder engagement and coordination skills, with the ability to manage and align multiple teams.
Ability to
quickly adapt to new technologies and evolving customer requirements .
Why Join QPC Australia?
Immediate start
– play a key role in a high-impact project.
Remote-friendly role – must be based onshore in Australia.
Short-term engagement with the potential for extension.
Work with a highly skilled team of
CCaaS specialists
on cutting-edge contact centre transformations.
Opportunity to contribute to
enterprise-scale projects
that shape the future of customer experience.
If you have
strong documentation and stakeholder coordination skills, along with expertise in
cloud contact centre solutions, we'd love to hear from you.
Apply now!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering and Information Technology
Industries
IT Services and IT Consulting
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